Sprinklr Service Reviews & Product Details

It's good for collecting data from across many different social platforms in one place for visualization and response. Review collected by and hosted on G2.com.

I dislike the lack of innovation. For the most part, Sprinklr just updates how things look (often unecessarily) without actually adding anything new. I also dislike how unreliable sentiment metrics are, and we often have to do a lot of manual sentiment changes to get proper measurements. I also wish Sprinklr would integrate AI as that would severely cut back the time I spend doing manual analysis of data. All-in-all, I feel like Sprinklr is great for gathering data but does a terrible job at providing in-depth/insightful analysis that I can take to stakeholders without doing extreme data massaging. Review collected by and hosted on G2.com.

Sprinklr is easy to use with multiple features that help us on the daily. We have incorporated all of our app stores, Social Media Accounts, BazaarVoice and Trustpilot. It replaced an outdated option, but it was a seamless transitition that made the previous system feel like it belonged in the last century. Sprinklr support is great, when we have an issue or even a suggestion, they are happy to take it on board. My team and I use the system daily for all of our workload. Review collected by and hosted on G2.com.

Currently we are transitioning from agent console to care console. The information on the care console takes up so much space on the screen and loads slowly. A lot of information, but not all useful. Using a smaller screen such as a laptop on the go or just making the window smaller, makes it impossible to see the conversation well. Review collected by and hosted on G2.com.

I have used various systems, but this one stands out as the best for reporting, managing customer care issues, and community management. The support team is highly responsive when issues arise. The system is user-friendly, and its AI implementation enhances its functionality, making it versatile and suitable for everyday needs. Review collected by and hosted on G2.com.

Initially when learning to use the tool it was a bit difficult and you have to fool around with it a bit to truly learn how to manipulate the tool but the fact that you can clone dashboards made up for that because if you made a mistake it didn't actually affect anything, you just delete and create a new one. Review collected by and hosted on G2.com.

As a social media manager, I love being able to post to multiple platforms at once. I'm making at least 20 posts per day, so optimizing a story for Facebook, X, Instagram, and Threads all at once—on one screen, too— is super easy. I also love that you can see a real-time mockup of what your posts will look like on the right-hand side as you're building them. Sprinklr's implementation of verifying tagged users is super helpful, too. Customer support is pretty reliable. Sometimes I can be helped over the phone; Other times, I'm asked to email Sprinklr's tech team. Review collected by and hosted on G2.com.

When building Instagram photo carousels, I wish Sprinklr gave you the ability to drag around the order of your photos. Currently, after you upload your images and crop them how you would like, if you want to change the order of the images, it's a pain point to delete all the images and re-upload and crop. I wish Sprinklr would also integrate a reply feature on Threads, like it has with X. Review collected by and hosted on G2.com.

Having never worked in the Social media space until about a year ago, I was quite surprised at the behind the scenes activities, especially with Sprinklr. That there was a service which could aggregate all the SM platforms, providing ease of access to working on and responding to comments, messages etc. was the most surprising and exciting for me. Being able to create my specific dashboards to address what and how I want makes work quick, easy and straightforward. There's so much that can be done using all aspects of the service. Review collected by and hosted on G2.com.

Lack of support unfortunately was the downside for me. There's so much that can be done using the service but you'd never know because for the many years the company used it, we'd had little to no customer support nor training to assist us. We've only recently found out that we've barely scratched the surface of what it's capable of and what we actually have access to. If you look at my scoring on the feature ranking you'll understand what I mean. We didn't even know about 80 to 90% of the service's capabilities until this year, after our company had been using it for I think about 7 years. We've now been offered and promised support and training but is it too little too late? Review collected by and hosted on G2.com.

I find it very intuitive. The integration of social networks is often assertive and automatic. It's clear to see how quickly the platform can upload interactions in real time to social networks.

It's always comforting to know that the team working with us is trained and concerned about details. They are committed to understanding the particularities of the accounts and how to offer the best customer experience.

The tool allows us to innovate in dashboards and management-level views. Review collected by and hosted on G2.com.

Lack of integration with other CRMs (besides SalesForce).

Lack of option to monitor average response times in dashboards that are not part of the Care package.

Although we work with global accounts, it would be interesting to have a local point of contact for accounts. The company I work for operates in the Brazilian health/cosmetics sector and these products are easily accessible to the majority of the Brazilian public due to their affordable prices. Sometimes, even if we explain in detail about the products of our brands linked to Sprinklr, the lack of knowledge of the listener, who is sometimes a foreigner, can have an impact on the message we are trying to get across because they don't have experience with those products in their routine.

In this respect, it would also be interesting to have material from Sprinklr that can help its contractors understand what works best in each region of the world. Currently, Coty's package is global and many of the functions that would be of great help to BR don't have the same efficiency in other regions. So a direct consultancy and guidance from Sprinklr would help a lot to understand the profile of each region we interact with.

I also feel that we could use more AI and Sprinklr to identify keywords that are linked to our brands out in the open sea.

Currently, we can only track what is commented on directly on our pages, but we know that there are many parallel conversations about our products and sometimes these conversations can be linked to a serious event that needs to be reported internally, but sometimes we can't get this data because it's very difficult to be out in the open capturing everything. So an AI would also help us to monitor everything that is linked to the brand and could put its reputation at risk.

It would also be interesting to use AI in the more "basic" packages. I miss the fact that the platform itself identifies keywords and directs these interactions into a special queue that requires extra attention.

It would also be interesting to have the function of automatically assigning cases to agents and taking their schedule into account.

Another suggestion would be for the interaction not to count the time after the stipulated service period for the Social Media channel and for DM interactions to send a notice to the consumer that the service is at a specific time and that we will get back to them as soon as possible.

Finally, it would be interesting to have an option for live monitoring of interactions. The area supervisor could follow what the agent is doing on their screen. Review collected by and hosted on G2.com.

The most I like is the how fast and seamless crawling do Sprinklr from all social network platform. This is just amazing. This is just like one stop service.

Secondly, I like the accuracy of Sprinklr. This is simply amazing service.

Sprinklr provides hundreds of social network platform monitoring solution under one umbrella. This is a unique and robust solution across the internet! Review collected by and hosted on G2.com.

Being a long-time agent console user, I found sometimes getting logged out automatically while I was idle or busy with another task which I wish you can improve! Review collected by and hosted on G2.com.

The Sprinklr platform is a great choice for all those who need to have a day-by-day glimpse on how are social media, UGC, care and marketing departments working, by giving you a fully fledged panoramic about how people are talking about your brand e.g. sentiment, channels, interactions, activity etc. The really great thing about it is being able to collect various datapoints in unified and configurable dashboards.

The platform allows business user to foresee various operations and intercept situations such as crisis, special events, or - in the case of marketing - easily track WOM around campaigns. All of that, near-real-time. Review collected by and hosted on G2.com.

The platform is a bit too upsell-based, meaning that if you need more features than you already have, it is possible to get them unlocked by purchasing additional modules. While this is understandable as a commercial strategy, implementation partners are often subordinated to the availability of determined modules, and could be limited should they be unavailable for whatever reason. More degree of integration (platform agnostic and not vendored) would be great. Review collected by and hosted on G2.com.

Sprinklr may look different and complicated at first glance, but from the moment you start frequently using it you can see that it is very simple and easy to use. It has all the necessary tools for use during service and has constant updates to improve existing features or to implement new ones. User support is also very simple and intuitive so that you don't feel like you are using a business tool. Review collected by and hosted on G2.com.

The configuration of a new widget or even on a existing one can be too hard to understand. Even though it's easy to use, it's not something that is easy to create. Going from a simpler user to an advanced user can be a little more complicated, which leads to more contacts with support asking for help with something you weren't able to do correctly or asking for them to do what you need. Review collected by and hosted on G2.com.

I love that Sprinklr is easy to use, intuitive and full of features that makes a life of any social media manager easier. I'm delighted with Sprinklr after using softwares like Socialbakers (Empli) and Khoros. Also, their customer support is top tier. Sprinklr guided us through all the account setup and implementation, help us adding features that we really needed and made some videocalls to talk with us and understand our needs.

As social media manager, I have to use Sprinklr every day and I do really think this is the ultimate social media management tools for business and enterprises. Review collected by and hosted on G2.com.

Sprinklr can improve the Dark Mode and translations. For spanish, translations are terrible, and they feel uncomplete. Review collected by and hosted on G2.com.

I love that Sprinklr auto-answers calls, chats, and emails. I never have to worry about accidentally declinging an interaction. It is also very helpful to have all of the my resources in one window, as opposed to having multiple tabs and windows pulled up for a single interaction. Review collected by and hosted on G2.com.

One of the biggest downsides to Sprinklr is the sound delay during phone calls. There have been many times where I unintentionally cut off the person I'm talking to because I assume they are finished speaking when they are simply taking a pause. I also have issues with my custom-made keyboard shortcuts not always populating in the chat window when I try to enter them. Review collected by and hosted on G2.com.

1:1 interaction during platform development and implementation. The follow-up of the support team to solve doubts and adapt Sprinklr to our needs. The amount and types of reports included, with extensive information about our accounts and handles. Review collected by and hosted on G2.com.

The language and terminology used in Sprinklr vary a little from those used in other programs. The learning process to use the platform was long due to the wide range of features that Sprinklr has, but the support of the customer service and Success team was a great help in understanding them better. Review collected by and hosted on G2.com.

From the first Sales pitch, we developed a close connection with the team. After signing each team we worked with was incredible. Our goal was to find a company that would fit our culture and be an extension of us. Sprinklr did just that! Anytime we need help, guidance or advice, they were there to lend a recommendation, suggestion, or help us take on tasks to complete our goals. All the help given from different teams has been personalized and always done in quick timely manner, even when we had urgent requests. The system itself was built with us and for us, which allowed us to taylor it to what we needed. The system is easy to use, administer and to train others on. We have gotten nothing but praise across the enterpirse for the system. Review collected by and hosted on G2.com.

The only thing I would improve would be the live chat function to be more like a chat on the service side, similar to what a customer sees on there end. It comes in like a regular cases right now and can get lost in other cases. Review collected by and hosted on G2.com.

The best feature of Sprinklr is its reporting capabilities. I have been using Sprinklr for many years, starting with our user feedback platform, feedback.photoshop.com, which was also on Sprinklr. I loved using its report suite to quickly gather important insights. Now, I utilize multiple dashboards for social listening and community health, and I find it very easy to customize and adjust the widgets as needed. Review collected by and hosted on G2.com.

When we receive queries from various social platforms, a lot of noise is generated that doesn't require an agent's attention. If Sprinklr could improve its AI capabilities to more efficiently detect and filter out such noise, and make the training process easier, it would greatly enhance our workflow. Review collected by and hosted on G2.com.

I enjoy using Sprinklr to take escalated cases, get insights on previous cases, view post-case feedback surveys (CSATs) , and monitor my team's statuses for management purposes in addition to their weekly and daily schedules. It is also a great management tool for time off requests, which is integrated with Workday at my org. Sprinklr provides great insights to understand my team's performance and coach accordingly. Coming from another system for 6 years into Sprinklr, it prevented a bit of a learning curve, but I enjoy it a lot more. It was also very helpful to have an in-house implementation team to coach and train us to work out any difficulties or issues. Sprinklr is apart of my daily use and workflow and I wouldn't have it any other way. Review collected by and hosted on G2.com.

-Insufficient drill-downs for viewing in-depth data Review collected by and hosted on G2.com.

The main upside of using sprinklr for me was to be able to manage every post of the company i'm working with in one place.

Before using Sprinklr I had to post separetly on different platforms, having to transfer documents to my phone, managing the different image format and texts.

With Sprinklr all of those issues are gone because you have one space with all of the social medias. Meaning I could easily post on different platforms and accounts.

It's a huge gain of time and energy, I also could get valuables insights thanks to the reporting tab of sprinklr, this is a very customizable tab where you could get reports and very important data on basically anything you would like (engagement rates, followers growth, audience demographics and so much more. All of this allowed me to easily and quickly visualize which posts were working well and which ones weren't.

This reporting tab makes all of the "statistics" tabs available on instagram, linkedin or facebook completely obsolete. Review collected by and hosted on G2.com.

I didn't like the fact that Sprinklr is not very intuitive. I had to get a lot of help from the articles that sprinklr created to help their users. It's not the kind of tool you can just pick up and use effectively, it requires a certain investment to discover all the features given to you. Even after several months I still figure out new ways of improving my processes.

In a way it's a good thing, it shows that the tool is very complete and can have a wide range of uses, however it also shows to be somewhat intimidating at first.

I also quite didn't enjoy having to deal with the support considering some of my tickets took weeks to be solved, and they were not very responsive. Review collected by and hosted on G2.com.

The most helpful features about Sprinklr is the fact that everything is granular and can be almost customized to your liking. There's a lot of customizability within the dashboards, metrics, and etc. so you can tinker with them to suit your needs. It's a very robust tool that can do a multitud of things to suit your needs, and in my case social media needs. Review collected by and hosted on G2.com.

The one downside of Sprinklr is that it's not as intuitive as one would like, it's a somewhat complex tool that requires you to do the Sprinklr courses (which I wish there was a lot more of) to have a firm grasp on. There's also Sprinklr forums and a "knowledge portal" where you can read hundreds of articles on just about every feature on the platform. Sometimes those help, but other times I ask our rep for assistance with whatever is needed. Review collected by and hosted on G2.com.

It's great that I can manage multiple brands through one service, and provide users access to various pages without needing to go through the social media platform itself. There have been great benefits to managing social media queries from the public through Sprinklr e.g. no message goes unanswered, and we can track a customer's previous contacts with us. I find the ability to quickly provide our staff in various teams nationwide access to a company page without having to bother with native access (which is a huge headache) to be pretty game changing. We use Sprinklr daily across the whole country's offices, and it's made managing our huge social media footprint so much easier. We found it did involve a bit of effort to do the initial build, and integrate users into using the system, but we had a lot of support from Sprinklr to do this in the beginning. They have been very good to us. Review collected by and hosted on G2.com.

The user interface could definitely be made a bit easier to use, however there is a Persona App which can be enabled providing a simpler UI for users that need this - which is really great. The support desk is a bit frustrating at times because they cannot make changes to the system for us, and their instructions on how to fix things can often be a bit hard to follow. They are always very polite though, and they work hard to help customers with their problems. They do bring in product specialists if they need to. Review collected by and hosted on G2.com.

Sprinklr is perfectly adequate at providing clients with a means of contacting the company and communicating with frontline team members to resolve their queries and issues. It has integrations intended to support the team with this, of varying degrees of helpfulness, and is continuously evolving to try and support business needs. It is somewhat easy to use from a team member standpoint. Review collected by and hosted on G2.com.

It feels like a lot of the innovation in Sprinklr's capacity comes from desire to integrate new technology rather than actually adding requested or needed functions, which can be frustrating at times. Overall, frustrating is probably the best way to describe Sprinklr. It would be beneficial to be able to better modify notifications, and prevent unnecessary duplicate notifications from coming through as it can be irritating to have the same 'helpful' irrelevant internal article pinged at you 6 times, 4 of which come after the chat has left your queue. The queue system also doesn't seem to work terribly well, as even if you are supposedly limited to 4 chats it is still very normal for a fifth or sixth chat to come in from transfers or idles reactivating so trying to manage your workload can feel impossible at times. Sprinklr system messages are left in the agent notes section, which means for a long chat that has been transferred a lot or where a customer has gone idle multiple times you have to scroll back past a lot of unnecessary system information to find the previous agent's notes. It really is just a very frustrating experience.

The AI summarisation in particular is incredibly unhelpful at best, and actively wrong at worst in ways that could have significant effect on clients. For example, I have in the past had a customer decline something, while the AI notes have reflected that they accepted it. If someone were to use just the notes to review the chat they would have completely the wrong information. It also includes a lot of extraneous information so when picking up a chat from another agent you have to trawl through lines and lines of unhelpful data to get one or two that might be useful, so it would be faster for the agent to have written just what they did/agreed rather than including the whole AI note. I returned to add this because it was asked at the end of the survey without a text box to provide further details, and I felt that I should explain the scores I provided. Review collected by and hosted on G2.com.

Sprinklr is an amazing tool with so many options, realy well rounded features that help me provide amazing customer serivce which I use daily, the best thing ? this comes with a highly resposive system that is best described as "Snappy!", realy well coded.

The tool is powerd with AI that helps me provide seamless customer support! We used to use another system and the shift to Sprinklr Service was easy and we didn't lose our past work on the older system, very easy to implement and to Integrate. Review collected by and hosted on G2.com.

Sprinklr can be complicated at first glance, It has a good learning curve, diving deep on its various features can be worth it for sure, but I wish it offered simpler versions of it's UI for non highly technical customer support roles. Review collected by and hosted on G2.com.

It's greatly appreciated how intuitive the dashboards can be built for your needs with the help of the Sprinklr team. The ease of access to various cases is nicely formated, and overall works well. There is also some nice additionals beyond the agent or care consoles that you can work in which are the analytics and social listening tools, which prove to be helpful. The support team is always quick to respond to our questions, rasied tickets, and requests so this is greatly appreciated. The team really cares about making the platform work best for you, and with the best of their ability, they do try to achieve this. I am using Sprinklr everyday in my work, and it also was fairly easy to get used to when I first started having to learn the system. Integrating it into the daily work came quite natural, and the Sprinklr learnings were a great too for the intergation. A lot of the features are easy to understand and use as well, making the implementation of the product seamless to your daily work. Review collected by and hosted on G2.com.

The tough thing can sometimes be the accuracy of the insight tools, AI models, and other automatic process. Often times in our work, cases are categorised, but Sprinklr's system has a hard time understanding the difference between sentiments. This can lead to innacurate reports on the channels. The same issue occurs sometimes with SLA times or response metrics not being properly updated and synced. It can take some digging between dashboards to ensure you have a fully accurate view on agent performance. Review collected by and hosted on G2.com.

flexibility and automation. it provides what is the required for my business all the time Review collected by and hosted on G2.com.

It takes too much to learn and the support team know that and they don’t develop too much to enhance our skills as clients so I have to dig deep to learn how to do anything and sometimes the info is not published for us Review collected by and hosted on G2.com.

As I am active user of this social listening tool and had hand on other social listening tool also. Talking best about spriklr, the appropriate history of the customer, division of dashboard, fast implementation of new thing as per requirment is best thing about this tool. Review collected by and hosted on G2.com.

Not really the dislike! But as a feedback, I will definitely would suggest to get more attractive themes as we currently have only two. Along with that if get password expiration within couple of months would be great. Review collected by and hosted on G2.com.

I find the canned responses to be the best thing when it's busy and we're trying to catch up on cases. It took some getting used to at first, but now I am extremely proficient with it. Review collected by and hosted on G2.com.

My biggest annoyance is that it does not save my tabs after I log out, and that I have to set them back up every day when I sign in at the start of my shift and after lunch, no matter what I do or if I have them pinned. The first tab ALWAYS opens the dashboard that I don't have access to in the first place, when I just want it to be my assigned to me tab. Review collected by and hosted on G2.com.

The tool does more and integrates with more sources than any other similar tool out there; Clients tried to test out Sprout for a short time and came right back to Sprinklr almost immediately. I specifically use the Social Listening tool every day for my role, but in my previous role I touched all modules. Review collected by and hosted on G2.com.

Customer Support can often take a long time to resolve your issues unless you have the Platinum Support and/or have a personal Managed Services representative. As I said in my review title, the tool can do almost anything, but as a result there's a relatively steep learning curve. However, you have a lot of resources to learn best practices; you just need to be proactive and independentl keep up with updates! Review collected by and hosted on G2.com.